The Future of Digital Banking: An Atos perspective

The Future of Digital Banking: An Atos perspective

At the Future of Digital Banking conference 2016, Andreas Claudi – VP of Digital at Atos – addressed the audience on Atos’ global perspective on digital banking, and the digital transformation key to its success. Drawing on global case-studies with major clients, Andreas explores digital banking through three lenses of ‘bank’, ‘customer’, and ‘disruption’, offering key perspectives that all digital banks must consider.

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5 Mins with James Bolle, InMoment

5 Mins with James Bolle, InMoment

At the 3rd annual 20:20 CX Summit, James Bolle, Head of Client Services, EMEA for InMoment spoke to Marcio Rodrigues, Board Ambassador for the Customer Experience Professionals Association on the themes of customer-centricity, loyalty and big data. James fielded questions about InMoment’s work with New Look to transform their business into a customer-centric leader in the retail space, the enduring importance of effective customer-journey mapping, and whether ‘loyalty’ really is dead.

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Chiltern Rail - What is personalisation?

Chiltern Rail - What is personalisation?

At the 3rd annual 20:20 CX Summit, Thomas Ableman, former Commercial Director at Chiltern Rail, interrogated the concept of personalisation and why this buzzword must be treated cautiously. Arguing for action and insight over programmes that pay lip service to personalisation without properly defining what it is, Thomas offers the three key questions your personalisation activities must be able to answer.

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Convincing and converting the social savvy: building advocates through personalised social media interactions that span the customer journey

Convincing and converting the social savvy: building advocates through personalised social media interactions that span the customer journey

At the 3rd annual 20:20 CX Summit, James Lewenden addresses the evolution of the social media space and how it integrates with wider CX goals.

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Achieving the ultimate: total personalisation

Achieving the ultimate: total personalisation

Lennert de Jong, Commercial Director of citizenM Hotels discusses how the company are applying personalisation to their product and marketing offering, including balancing insight with privacy, the potential applications of predictive analytics, and ROI in this space.

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Startupbootcamp FinTech Case Study: Developing balanced and successful partnerships

Startupbootcamp FinTech Case Study: Developing balanced and successful partnerships

At the 3rd annual 20:20 CX Summit, Liz Lumley – Director of Global Ecosystem Development at Startupbootcamp FinTech – discussed the start-up accelerator’s work across financial services start-ups in Europe and the challenges and opportunities afforded by the collaboration model.

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‘Heard Mentality’: doing business in the age of the Connected Customer

‘Heard Mentality’: doing business in the age of the Connected Customer

At the 3rd annual 20:20 CX Summit, Dale Roberts, VP, Professional Services at Clarabridge discusses the new paradigm in customer service whereby customers have ever-higher standards and are ever more vocal and determined to be heard. Dale explores what your company can do to react and remain agile to ongoing cultural shifts.

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Predicting future channel innovations

Predicting future channel innovations

At the 20:20 CX Summit, we brought together BT’s Customer Experience Futurologist Nicola Millard and Owen Kilbane, Senior Business Development Manager – Intelligent Mobile Capture Sales at Kofax from Lexmark to discuss the audience response to questions about future innovations in the CX space.

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The death of the traditional bank has been greatly under exaggerated

The death of the traditional bank has been greatly under exaggerated

At the 3rd annual 20:20 CX Summit, Darren Collins – Global Director for FS and Insurance at Kofax from Lexmark – addressed the audience about disruption in those sectors, and how more established players can remain agile enough to respond to market changes.

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Serving the social customer: how to look good on the social dancefloor

Serving the social customer: how to look good on the social dancefloor

At the 3rd annual 20:20 CX Summit, BT’s Customer Futurologist – Nicola Millard – addressed the audience about her research within BT’s innovation ecosystem and how it is being translated into better customer experiences for BT customers.

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Panel Discussion - Taking customer experience to the next level: winning genuine customer loyalty

Panel Discussion - Taking customer experience to the next level: winning genuine customer loyalty

At the 3rd Annual 20:20 CX Summit, we brought together CX innvators from a range of industries to examine issues around customer loyalty, including the role of CRM and customer insight; the contribution of staff; and how to embed agility into your loyalty function.

Panellists were: Andrew Clayton, Global Brand & Customer Experience Director, Bupa; Richard Taylor, Retail Operations Director, Doddle; Matt Hammerstein, Head of Customer & Client Experience, Barclays; James Bolle, Head of Client Services, EMEA, InMoment; and Chloe Sheriff, Customer Experience Manager, New Look.

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InMoment & New Look Case Study: Empowering Customers to Help Change Your Business for the Better

InMoment & New Look Case Study: Empowering Customers to Help Change Your Business for the Better

At the 3rd Annual 20:20 CX Summit, InMoment presented a case study of their client work with one of UK retail’s biggest success stories of the last twenty years: New Look. James Bolle, Head of Client Services, EMEA at InMoment and Chloe Sheriff, Customer Experience Manager at New Look, outlined a journey towards customer-centricity that has incorporated omnichannel operations alongside an emphasis on culture, inc. 5 key pillars by which front-line staff now work.

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